From a QR code to ongoing care

Meet Aroha. Her cancer journey unfolds over months: treatment planning, chemotherapy, recovery and follow-up. This fictional story uses real PulseMD screens at Te Awa Health. At hospital, Aroha can start with something as simple as a QR code. This is an existing patient feedback code for the Oncology Day Unit. Scanning it opens the hospital's feedback experience in a phone browser. There is no app to download. The public feedback code is an entry point for service feedback. It does not unlock a private patient record or enrol someone in identified care. The provider chooses the capabilities relevant to its services: real-time feedback, scheduled Heartbeat check-ins, care-team follow-up and requests for contact. Aroha encounters these through the appropriate patient experience or care invitation. During treatment, Aroha wants to explain a mixed experience. The nurses have been wonderful, but she was unsure who to contact when her treatment appointment changed. She types the observation in her own words. She continues, chooses anonymous and shares the signal. Here is the recorded submission and its receipt from our fictional demo. Her name is not attached through this pathway, and the comment does not become an entry in her identified Care record. People should still avoid putting identifying details in the words they submit; choosing anonymous cannot make identifying content anonymous. This existing oncology theme brings together concerns about waiting for chemotherapy. This is a separate example; we are not claiming Aroha's comment has already joined it. PulseMD supports AI-assisted themes with human review. This curated demonstration uses reviewed theme wording. Now follow Aroha home between visits. Her chemotherapy programme offers a Heartbeat every seven days. Before taking part, the patient can see the purpose, who reads the answers, the team's review hours and urgent-help instructions. Saying no does not change her care. Let's complete the questionnaire using the product's patient preview. We are replaying Aroha's existing week-one answers, without saving another response. First: how much has nausea affected her this week? Aroha chooses somewhat, then moves on. Next: how tired has she felt? She chooses a little tired. Then she answers the third question: how is she managing eating and drinking? This week, the answer is well. Before completing the check-in, Aroha reviews all three answers. She sends the check-in to the team and sees a receipt explaining when it should be reviewed. Several weeks later, the same questions tell a different story. In week four, nausea is affecting Aroha a lot. She selects very tired, and says eating and drinking are okay. She reviews those answers, asks for contact and completes the preview check-in. For the authorised care team, Aroha's actual record brings her answers together over time. Week one and week four can be compared directly. The missed check-in in week two remains visible as well. Staff can consider the sequence rather than treating each questionnaire as an isolated response. Aroha's record already includes a follow-up owned by Aisha Rahman. Staff can review the concern, record a contact attempt and its outcome, and keep the next step visible. Here we open that workflow without saving a new attempt. The team decides what follow-up is appropriate. Aroha can also ask for help with a practical concern. In this separate patient-preview example, she requests an afternoon call and explains that she feels overwhelmed and is unsure who to speak to about her next appointment. The working request form and confirmation show how she can ask the team for contact. This illustration is separate from her saved check-in history. For urgent symptoms or emergencies, Aroha still follows her provider's established clinical pathways. PulseMD complements clinical records, assessment and monitoring. Patient Experience leaders need a wider perspective. Across participating services, themes and trends help them explore recurring concerns, positive experiences and changes over time. In this separate existing example, an equipment issue has owners, tasks and a review, making the organisational response visible. The regional view brings Te Awa's participating hospitals and services into one organisational picture. This is a view within one fictional organisation, not unrestricted sharing of identified patient histories. It can complement surveys, complaints and other feedback processes with a more continuous source of experience information. Return to Aroha. Three perspectives now fit together: her voice, captured simply; her care team's understanding of how her experience changes; and the organisation's ability to learn across services. From feedback at the point of care to check-ins between visits, PulseMD helps teams listen throughout the journey and turn what they hear into meaningful action.